San Francisco OCC reports faster case closures after investigator staffing increase

The Office of Citizen Complaints (OCC) told the Police Commission that its first quarter 2009 performance improved after additional staffing and process changes. "The OCC had an outstanding first quarter," Director Hicks said, citing 246 complaints received and 258 closed in the quarter, a net reduction that left 380 pending cases at quarter close. Hicks said 87 percent of closed cases were resolved within nine months and only 2 percent took more than a year to close.

Hicks attributed progress to a near 50 percent increase in line investigators, from 12 to 17 positions, active case reviews and weekly team meetings. "This effort is largely attributable to two factors," she said, pointing to increased investigator capacity and veteran staff engagement. The OCC also reported more balanced caseloads (an average of about 20 cases per investigator as of March 31, 2009, versus 36 the prior year) and increased use of mediation for appropriate matters.

The director said the city controller's city services audit division will conduct a roughly 100-hour follow-up audit of prior recommendations and that OCC staff have begun responding in writing and meeting with auditors. Commissioners praised the apparent turnaround but urged timely completion and clearer audit timelines. Commissioner De Jesus asked whether furloughs, rather than layoffs, had been considered; Hicks said union rules and the small number of attorney positions limited furlough options. Hicks confirmed the OCC has three Spanish-speaking investigators but declined to discuss how proposed cuts might affect language capacity.

Commissioners asked for continuing updates on staffing, mediation outcomes and the audit's findings. The commission also heard that OCC and SFPD work on several department general orders (language access, in-custody deaths and juvenile interaction) remains active and that outreach materials and a training video for language access are nearing completion.